Senior Support Engineer

Blue Yonder Pvt Ltd; Coimbatore District; On-site; INR 700,000 - 1,200,000; Full time

Job summary

Blue Yonder Pvt Ltd in India is seeking a Sr Support Engineer 1 for BY TMS/Transportation Management to provide end-to-end application support and drive issue resolution in a 24x7 shift-based environment. Immediate joiners preferred and a STEM degree is required.

You will work with DBMS (SQL/Oracle), SaaS tooling like AppDynamics and Splunk, and collaborate with global teams to ensure service quality, customer satisfaction, and rapid triage.

Qualifications

• Bachelor’s degree in STEM field and 5–7 years of experience
• Strong DBMS (SQL/Oracle) with hands-on experience
• Excellent communication and analytical skills
• Experience in 24x7 shift-based support and incident management
• Blue Yonder TMS knowledge preferred or basic Supply Chain domain experience
• Knowledge of APIs, integrations, or EDI concepts preferred

Responsibilities

• Deliver excellent customer experience by resolving issues in Cloud/SaaS environments
• Own and resolve all cases for global customers within SLA
• Document learnings and create knowledge articles for repeated issues
• Replicate and maintain customer environments
• Collaborate with global teams and stakeholders using instant messaging tools
• Work in shifts and meet team and organizational goals
• Assist in automation of routine tasks and processes

Skills

SQL

Oracle

AppDynamics

Splunk

APIs & Integrations

Communication

Analytical Skills

Education

Bachelor’s degree (STEM)

Tools

AppDynamics

Splunk

SNOW

Job description

Sr Support Engineer 1 - BY TMS/Transportation Management, SQL, Application Support (Immediate Joiners Preferred)

Scope:

Deliver flawless application support to BY customers by resolving complex solution issues. Drive resolution of escalated and complex solution issues in collaboration with multiple BY and customer stakeholders. Deepen competency on end-to-end solution architecture and relevant SaaS tools OR business processes and industry domain. Own customer solution and enhances solution stability and service quality eventually enabling increase in customer satisfaction, consumption, and adoption of the service. Our current technical environment: Demonstrates strong technical expertise as required to support concerned solution, for e.g., DBMS (ex: SQL, Oracle) for application support; writing, reviewing, and improving queries, procedures etc. Troubleshooting Application issues Demonstrates strong expertise in contemporary SaaS technical toolsets like AppDynamics, Splunk etc.: To monitor application health and to investigate application issues. To analyze trends and draw conclusions to reduce/eliminate recurring/high impacting issues Databases – Oracle / SQL Server

What you’ll do:

• Delivers excellent customer experience by Understanding customer raised issues and take appropriate actions to resolve the same – Cloud /SaaS
• Reviewing the product source code or design document as necessary
• Owning and resolving all cases for global customers, adhering to defined SLA’s
• Documenting learnings and creating knowledge articles for repeated cases
• Replicating and maintaining customer environments
• Maintaining knowledge of customer solutions and customization
• Demonstrating sense of urgency and swiftness with all customer interactions
• Acting as Techno-functional POC for all cases and ensure timely triage and assignment
• Utilizing instant messenger and other tools to collaborate globally
• Working in shifts and being flexible with the timings
• Meeting organization and team level goals
• Improving Customer Satisfaction by providing quality and timely solutions to reported issues and follow-up until case closure
• Identifying areas of improvement and scope of automation on routine tasks or activities
• Helping in meeting team level goals and being a team player

What we are looking for:

• Bachelor’s degree (STEM preferred) and minimum 5 to 7 years
• Strong DBMS (ex: SQL, Oracle) skill set with at least 3-4 years hands on
• Good Communication and Strong Analytical Skills
• Person with prior support experience with fair knowledge on handling issues within SLA’s
• Preferably Blue Yonder TMS knowledge, Platform knowledge else basic Supply Chain domain experience
• Person who can communicate flawless with Customer and other stakeholders
• Possess Strong Techno-Functional Expertise
• Tech Savvy able to adapt to any technology faster
• Basic understanding of APIs, integrations, or EDI concepts preferred
• Experience with varied tools such as AppD & Splunk, SNOW
• Good Team Player

This role operates within a 24x7 shift-based support model. Associates in rotational shifts (including early/late shifts as applicable) is required. Participation in weekend on-call rotations and high-severity incident support outside standard business hours is mandatory. Availability during critical production outages and major incidents is expected to ensure service continuity.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Experience Level

Senior Level